If your overall journey was delayed by 15 minutes or longer, you are entitled to claim compensation under our Delay Repay scheme (except when delays are caused by planned engineering works or another train operating company). You may also be eligible to claim if you’ve missed your connection to other National Rail services because of a delay or cancellation on your SWR train.
Make a claim
Details of the scheme are outlined in our Passenger's Charter – you can find out more here or pick up a copy from one of our staffed stations.
Automated Delay Repay
Automated Delay Repay (ADR) is being introduced in March 2019, and will be available if you're using a Touch smartcard season ticket, or if you've bought an Advance ticket through southwesternrailway.com Find out more
Our policy does not in any way limit or exclude your legal rights under the Consumer Rights Act 2015.
Under the Consumer Rights Act, you may be able to claim extra compensation if you incur costs as a result of our failure to provide the expected service. Please complete the complaint form on our website.
We look at each claim on a case-by-case basis and aim to get back to you within 20 working days.
For more information on the Consumer Rights Act and how it applies to the railway industry please see this PDF from National Rail.